Support Manager at The Access Group

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

08 Mar, 26

Salary

0.0

Posted On

08 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Service Delivery, Customer Focus, Performance Management, Coaching, Risk Management, Communication, Problem Solving, Technical Skills, Customer Service Skills

Industry

Software Development

Description

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. Day-to-day, you will: Manage and lead a team of Team Leaders who in turn manage a team of 1st and 2nd line Support Engineers, driving their performance, ensuring that the services provided meet and exceed our customers’ expectations. Continually seek opportunities to improve service and drive initiatives to support growth and improve efficiencies. Focus on timely responses and management of all contact with colleagues, and customers, maintain the highest level of customer service, bringing the Company Vision too life for all our customers. Drive a learning environment that develops both technical and customer services skills. Retain and develop talent and create succession plans by coaching the team and ensuring the team feels motivated through praise and recognition. Foster a customer focussed environment with clear responsibilities and expectations for the team. Proactively identify any risks to service. Access and activate, drive and document mitigations and escalations. Address key drivers for customer contact or dissatisfaction and proactively drive improvements. As a well-rounded Support Manager, your Skills and Experiences likely include: You have previous experience managing a team of team leaders. You have solid experience of service delivery and ensure your team understands the customer needs and deliver the expected outcomes. You are flexible and pragmatic and respond to shifting priorities with a strong delivery focus. You identify and apply new ideas in new contexts and you think beyond traditional solutions to help the running of your teams and the wider department. You communicate with confidence. You are clear and warm with a flexible and constructive approach to customers, colleagues and your team alike. You are able to organise the team to handle outstanding call volumes and achieve above industry standard of resolutions. What are we all about? The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You. Hello! We are thrilled you are considering Access as your next career move. Why? Because At Access, people are at the heart of everything we do. Our people are game-changers, life-lovers, culture-builders, and free-thinkers. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their best. We believe in hiring creative, curious, and caring future ready people who bring their unique diversity and a learn-it-all mindset to our global team. We believe in working hard as a collective team to win with our customers, give back to the communities we represent, and celebrate successes together. We can’t wait to meet you.

Responsibilities

Manage and lead a team of Team Leaders overseeing 1st and 2nd line Support Engineers, ensuring performance meets customer expectations. Drive service improvements and foster a customer-focused environment while developing team talent.